Account Manager

Role Profile
We are thrilled to be seeking a brand new Accounts Manager to join our Owner Relations department at our Lyme Regis offices.

Key Responsibilities

1. Reporting to the Owner Success Manager, a typical day will see you:
2. Responding to any holidaymaker and owner issues through multiple communication channels within agreed service level targets.
3. Primary and direct contact for owners of local brand and support to other brands as required.
4. Ensuring quick, satisfactory resolution of issues for holidaymakers and owners.
5. Maintaining accurate, detailed records of all interactions, whether that be on the booking profile or the owner profile.
6. Proactively monitoring and collaborating with owners to enhance property performance.
7. Escalating urgent or high-priority issues to senior management when necessary.
8. Supporting owners with health and safety compliance guidance.
9. Owner retention through creating advocacy and maintaining effective communication.
10. Working collaboratively with colleagues in Property Services, Quality and Revenue management to identify resolution to owner queries or complaints.
11. Responding to guest feedback and working with owners to ensure our NPS continues to grow.
12. Covering Out of Hours emergency phone on a Rota basis, as such requires travel, so own car and driver is essential.
13. Any other duties are within the scope, spirit and purpose of the job as requested by your line manager.

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